Job Information
Modivcare Member Experience Manager in Dover, Delaware
Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!
Modivcare is looking for an experienced Member Experience Manager to join our team, responsible for managing complex member inquiries and critical account concerns while driving initiatives that improve overall member satisfaction and service quality. This role builds strong relationships with customers, providers, and agencies, while leading efforts to reduce complaints, enhance processes, and deliver a high-quality member experience.
This role…
Ensures timely communication, review, and resolution of complaints and concerns raised by members, facilities, and transportation providers
Identifies trends in complaint categories and develops action plans to reduce complaints effectively
Compiles daily issue reports and provider response compliance reports
Coordinates communication and investigation efforts within 72 hours of complaint receipt
Submits responses to complaints within required timelines and ensures proper resolution tracking
Manages all Tier I complaint activities, including both internal and client-related issues
Provides timely updates to stakeholders regarding complaint resolution status
Conducts quarterly quality initiative audits and annual audits
Participates in client meetings related to service quality and reporting
Establishes and maintains client files and documentation
Develops and implements departmental policies, procedures, and process improvements
Designs programs and organizational structures to support contract requirements
Enhances system workflows and efficiencies within proprietary data management systems
Acts as a liaison across teams to resolve service issues and staff concerns
Partners with leadership to address service challenges and improve outcomes
Researches customer satisfaction survey results and identifies improvement opportunities
Leads projects and performs additional duties as assigned
May require occasional travel
Determines appropriate staffing levels to meet operational goals and objectives
Defines and tracks key performance indicators aligned with corporate goals
Manages, mentors, and develops employees, addressing performance gaps and career growth
Oversees all HR-related processes including onboarding, performance management, succession planning, and employee relations
Drives employee engagement, satisfaction, and retention through targeted initiatives
Prepares and manages budgets, analyzes variances, and implements corrective actions
We are interested in speaking with individuals with the following…
Bachelor’s Degree required
Six (6) plus years of experience
Two (2) plus years of leadership experience
Operations experience preferred
Or equivalent combination of education and/or experience
Strong leadership skills and business acumen
Ability to influence and collaborate across teams
Strong customer service, interpersonal, and investigative skills
Excellent verbal and written communication skills
Experience working with geographically dispersed teams
Self-motivated with the ability to work independently and communicate with remote leadership
Working knowledge of interpreting and applying company policies
Ability to present technical and non-technical information to diverse audiences
Strong project and program management capabilities
Salary: $60,800-$70,500
This role is bonus eligible based on individual and company performance.
Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.
We value our team members and realize the importance of benefits for you and your family.
Modivcare offers a comprehensive benefits package to include the following:
Medical, Dental, and Vision insurance
Employer Paid Basic Life Insurance and AD&D
Voluntary Life Insurance (Employee/Spouse/Child)
Health Care and Dependent Care Flexible Spending Accounts
Pre-Tax and Post --Tax Commuter and Parking Benefits
401(k) Retirement Savings Plan with Company Match
Paid Time Off
Paid Parental Leave
Short-Term and Long-Term Disability
Tuition Reimbursement
Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
Modivcare is an Equal Opportunity Employer.
EEO is The Law - click here for more information (https://www.eeoc.gov/laws-guidance)
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com
Due to system issues, if you are unable to search for your application, please reach out to the Talent Acquisition team via email at hr.recruiting@modivcare.com and a member of the Talent Acquisition team will reach out to you within the next 48 business hours. We appreciate your interest in joining Modivcare!
Our goal isn’t a number. It’s a difference.
Modivcare is leading the transformation to better connect people with care, wherever they are. We serve the most underserved by facilitating non-emergency medical transportation (https://www.modivcare.com/offerings/nemt) and personal and home care (https://www.modivcare.com/offerings/personal-care) to enable greater access to care, reduce costs and improve outcomes.
Please note, Modivcare will never ask any potential applicant for employment for any Personal Identifiable Information via social media. Additionally, Modivcare will never ask any applicant for money. Please be cautious of any individual posing as a recruiter for Modivcare requesting personal identifiable information. If you suspect someone is attempting to collect your personal information or solicits money from you via any social media platform, we encourage you to report such scammers to that platform.
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